Complaints Policy

A La’viola Clinic – Complaints Procedure 

Complaints: 

At A La’viola Clinic, we are dedicated to ensuring the highest quality of service for our clients. If you are dissatisfied with your experience or the services provided, it is crucial to inform us so that we can make improvements. 

Our Objectives: 

We strive to deliver a service that caters to the specific needs of our patients and maintains a standard of care that meets our high expectations. 

We actively encourage input from both patients and our team members regarding the safety and quality of our services, treatments, and overall care. 

We are fully committed to an efficient and equitable complaints-handling process. We foster a culture of transparency and a willingness to learn from incidents, including any complaints. 

Complaints Policy: 

Patients are encouraged to share their suggestions, compliments, concerns, and complaints. We provide various channels to do so. 

Patients can discuss any worries about treatment or service directly with their treating clinician (or an alternate). 

Our clinicians and staff can also utilize the feedback form to document any concerns or complaints related to the quality of service or care provided to clients. 

All complainants will be treated with respect, sensitivity, and confidentiality. All complaints will be handled objectively, without preconceptions about their severity. Our primary focus is on finding solutions. 

Patients have the option to make confidential or anonymous complaints if they prefer, and rest assured, their identity will be safeguarded. 

Patients, clinicians, and staff will not face discrimination or unjust consequences for raising concerns about the standards of care and service. 

Handling Complaints: 

We expect all clinicians and staff to actively encourage patients to provide feedback about our services, including complaints, concerns, suggestions, and compliments. Clinicians and staff are encouraged to address complaints and concerns whenever possible, right at the point of service, within the scope of their roles and responsibilities. 

Resolution: 

The resolution process entails: 

  • Expressing regret to the client for any distress or inconvenience experienced. ● Providing an explanation or information based on known facts, without speculating or assigning blame. 
  • Assessing the issue and understanding the outcome the client is seeking, then proposing a suitable solution.
  • Confirming the client’s satisfaction with the proposed resolution. 

Once a resolution is achieved, clinicians and staff are expected to complete the “Suggestion for Improvement” form to document patient feedback. 

If addressing the issue falls outside their scope of responsibility, our clinicians and staff will consult with their manager. 

If the Complaint Persists: 

Complaints that are not resolved on the spot, or those received in writing that necessitate further attention, are treated as formal complaints. 

In such cases, clinicians and staff are obliged to provide the complainant with details of our formal complaints policy. 

The complaints manager will oversee the resolution of formal complaints in close collaboration with the treating clinician and other involved staff members. 

Encouraging Feedback: 

You have multiple options for providing feedback: 

  • On our website. 
  • Through our patient feedback forms. 
  • Face-to-face. 
  • Via email. 
  • Through discreetly placed suggestion boxes. 
  • By clinicians and staff actively seeking feedback and comments. 

Timeframes: 

Formal complaints will receive a written or in-person acknowledgement within 48 hours. The acknowledgement will include contact information for the person handling the complaint, an outline of how the complaint will be addressed, and an estimated timeline. If a complaint raises issues that necessitate notification or consultation with an external body, such steps will be taken within three days of identifying those issues. Formal complaints will be thoroughly investigated and resolved within 35 days. If a resolution is not reached within 20 days, the complainant and the clinicians and staff directly involved will receive a progress update.